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Analyzing Inbound Calls for Better Customer Insights

Imagine a consumer beginning their purchase journey with a simple Google search. Perhaps they’re looking for a nearby café, a store with the latest gadgets, or a place that offers the best deals on household items. In response, Google presents them with a list of business listings or location pages tailored to their ‘near me’ search query.

These listings don’t just provide addresses and reviews; they offer a direct line of communication. With a tap, consumers can call your business to inquire about product availability, current offers, or operating hours. This quick and convenient access to reliable information is a boon for busy consumers who take full advantage of it.

Every inbound call from these interactions is more than just a potential sale; it’s a goldmine of real-time insights into consumer needs and preferences. Each conversation reveals critical information, from frequently asked questions and common concerns to detailed feedback on products and services.

By leveraging this rich data, you can enhance your local visibility and search ranking. The insights gathered from these calls can be meticulously analyzed to optimize your online business listings and location pages. This continuous cycle of improvement not only drives more calls but also fine-tunes your business pages for better performance.

In this blog, we will provide a comprehensive guide on how you can implement strategies to analyze inbound calls, unlock valuable customer insights, and boost your business’s local search presence.

Effective Strategies to Analyze Inbound Calls

To analyze inbound calls effectively, you need strong integration from your Google Business Listings and website to individual stores. Automation is the key to collecting, storing, and analyzing high-density data like phone call records. 

Here are some additional ways on how you can analyze inbound calls to get consumer insights:

Build Online Visibility

Visibility on local business listings is the first thing you must optimize to analyze call lead data. Search rankings ensure that your consumers can find your business listing and call you.

You must ensure your business listings are properly curated and optimized for conversion. If you have multiple stores, you must ensure that every Google Business Profile (previously Google My Business) listing correctly lists details for every store. 

Implement Virtual Phone Numbers 

To convert inbound calls from your online listings and store the call data cost-effectively, consider implementing virtual numbers for each location. This approach directly connects your online listings and store conversations, segregating data for multiple locations to enable hyperlocal analytics.  

Virtual phone numbers seamlessly redirect calls to your store’s phone number while allowing for correct routing and data storage for analytics. This helps local businesses improve consumer satisfaction and provides valuable consumer behavior and preferences insights. Businesses can then tweak their marketing strategies to meet the consumer expectations. 

Collect and Understand Data 

Once virtual phone numbers are in place, it’s important to understand what data is being collected and how specific pieces of information can provide consumer insights. Call data analytics will typically gather a range of information, including calls received, missed calls, IVR drops, and call recordings. 

This data is collected separately for each location, providing store-level and business-level overviews. While many data points are straightforward, advanced call recording analytics can offer deeper insights. 

Gaining Actionable Insights From Collected Data 

Advanced call recording analytics can reveal consumer intent and sentiment information, identifying recurring conversation queries and themes. Combining these insights with other data using sophisticated analytics tools can provide deep insights for every interaction. 

This allows you to understand consumer intent better and offer personalized services and offers based on their data. For example, if a consumer frequently asks about a specific product, you can proactively send detailed information to meet their needs. 

These insights can also be used to enhance customer experience in AI-powered chats.

Benefits Of Using Inbound Calls For Better Insights

Here’s how analyzing inbound calls can benefit your local business:

Better Consumer Intent Mapping And Segmentation

Hyperlocal insights, such as store-level phone call analytics, can help you understand the specific needs of consumers in a certain city or locality – ensuring better search ranking and visibility. Combining this with other segmentation data points and optimizing your business and product listings can open up a world of possibilities. 

This also gives you insights into hyperlocal search trends and how you can use them to drive more footfalls

Improved Consumer Satisfaction

Your consumers typically call your store only when they do not get enough information from your Google business listing. For example, if your business hours are not listed, they must call you to confirm that information.

Using call data analytics data can help you identify gaps in your business listings and website, and then edit them accordingly to provide a better and seamless consumer experience. It is important to note that only a part of consumers coming across the lack of information are placing calls. The rest are simply looking for other options.


Online businesses store and use all the data they can, aiming to gain actionable insights and create better consumer experiences.  Offline local stores can outcompete them at this using an invaluable and unique resource: phone calls to stores. Integrating this data and other data points can create seamless consumer experiences with some of the highest conversion rates.

This is where SingleInterface comes into the picture.

SingleInterface can help you implement these features directly with advanced end-to-end presence management features and call data analytics. These tools streamline your operations and provide valuable consumer insights, helping you better understand and meet their needs.

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